Precision 5550, WD19TB dock, display issue

Question

Using Dell Precision 5550 and WD19TB dock. HDMI cable to external monitor.

Under normal configuration Laptop screen is detected as monitor 1, external monitor is detected as monitor 2

At random, laptop screen freezes. The external monitor is available and works. When attempting to detect existing monitors under that condition, laptop screen (monitor 1) is not detected, only external monitor is detected.

The only thing fixes this issue is to log off, then log back in again. Both monitors are then accessible again.

Both monitors are then show up as 1 (laptop screen) and 2 (external monitor)

Very frustrating. Seeking a solution if one is available. Laptop drivers are up to date. WD19TB drivers are up to date all through Dell's website.

DELL-Cares · Answer

We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.

xmfan · Answer

I have provided the requested tag details via the private message. thank you.

DELL-Chris M · Answer

Connect the provided 130W AC power adapter to the Precision 5550 to be used in conjunction with the WD19TB AC power adapter and retest.

The WD19TB only has power delivery of 130W. The Precision 5550 shipped with a 130W AC power adapter. So if the Precision 5550 is not using its own 130W AC power adapter, it is drawing all of the WD19TB power delivery. Then you add the monitor, USB mouse, USB keyboard, USB video camera, USB microphone, all that require more power to run.

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Precision 5550, WD19TB dock, display issue

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